Improvement of customer experience is a key lever for product and service businesses to increase their average revenue per unit (ARPU). Whereas product marketing rather concentrates on new features, customer marketing focuses on new customer experience. B2B industrial clients are increasingly catching up with B2C standards. They strive to deliver the right service to the right customer through the right channel by:

Aligning internal processes with customer journeys to avoid gaps between the customer’s and company’s perspective

Optimizing both productivity and quality with First-Time Right and Net Promoter Score improvement programs